I have purchased 3 different bins from Zen-Ray, and I've been extremely happy with them. So much so, that I have recommended them to at least a dozen people, and I know for a fact 3 people that have purchased their products.
One of those who purchased from Zen-Ray several years ago had a warranty issue a couple years ago. He sent in the bins and was sent a new pair within a week, despite the fact that the problem was his fault and he clearly told them it was his fault. He is a customer for life now.
Another person that followed my recommendation had to send an item back for repair this year. He complained to me a few months later that he hadn't had ANY communication from ZR, I was completely shocked! Then I look here and see that this is actually the norm and not an aberration. He did finally get the item back, after becoming a complete PIA to them. It is seemingly repaired, but no note explaining what was done or if anything had in fact been done at all. The real kicker? The item was wrapped in a T-shirt in the original box, and not even a new t-shirt! WTH!?
Compare this to another friend who went with Vortex. He had a problem, called them and they actually fed ex'd him a replacement telling him to send the defective item back with the included RA slip.
So what the heck it going on? I really love the products I have purchased, but after reading about the abysmal CS here and with my friend it is causing me to quite literally recommend their competition, which I genuinely feel bad doing.
If the people working for ZR occasionally read these posts why aren't they fixing this? Why don't they read about the Vortex CS and model their own after Vortex?
Does anybody (members or mods) have direct communication with the ZR staff about this?
Thanks,
Scott
One of those who purchased from Zen-Ray several years ago had a warranty issue a couple years ago. He sent in the bins and was sent a new pair within a week, despite the fact that the problem was his fault and he clearly told them it was his fault. He is a customer for life now.
Another person that followed my recommendation had to send an item back for repair this year. He complained to me a few months later that he hadn't had ANY communication from ZR, I was completely shocked! Then I look here and see that this is actually the norm and not an aberration. He did finally get the item back, after becoming a complete PIA to them. It is seemingly repaired, but no note explaining what was done or if anything had in fact been done at all. The real kicker? The item was wrapped in a T-shirt in the original box, and not even a new t-shirt! WTH!?
Compare this to another friend who went with Vortex. He had a problem, called them and they actually fed ex'd him a replacement telling him to send the defective item back with the included RA slip.
So what the heck it going on? I really love the products I have purchased, but after reading about the abysmal CS here and with my friend it is causing me to quite literally recommend their competition, which I genuinely feel bad doing.
If the people working for ZR occasionally read these posts why aren't they fixing this? Why don't they read about the Vortex CS and model their own after Vortex?
Does anybody (members or mods) have direct communication with the ZR staff about this?
Thanks,
Scott